The St. Regis Rome

We were celebrating a milestone, and the hotel marked it in a generous, thoughtful way that felt sincere rather than forced. Our room was beautiful, kept immaculate, and wonderfully quiet. When a small issue came up, management responded with empathy and professionalism, turning it into another sign of how seriously they take the guest experience. The teams made our stay feel personal from the start. The front desk and concierge were warm and attentive, the butlers anticipated what we needed and added lovely touches, and the restaurant staff made breakfast a highlight each morning. This was our first stay at The St. Regis Rome, and we were blown away. I’ve been a Marriott Bonvoy Platinum Elite member for years, and this ranks among my most impressive hotel stays. The whole team, from the front desk and concierge to the butlers, restaurant staff, and management, made it memorable. We already can’t wait to return.

We were welcomed as a Marriott Bonvoy Ekite member and offered a suite upgrade. Someone walked us to a beautiful, clean, well-appointed room that felt spacious by European standards. Champagne, chocolates, and muffins were waiting when we came back, a lovely detail that put a smile on our faces. It felt like a true five-star hotel, and the luxurious stay was worth the price.

We loved the hotel itself and its staff. It’s a beautiful, historic landmark in central Rome, well maintained and sophisticated, and we were delighted with our rooms. The concierge was superb from booking onward, and our attentive butler even gave us a beautiful book about the hotel. But on our last day, a valuable watch disappeared from our room. We travel around the world, are loyal to Marriott, and have stayed at St. Regis properties and other fine hotels without anything like this happening. We told the manager right away, but the only response was that they had done “some checking” and were sorry for the loss. We repeatedly asked who may have entered the room and whether that staff member was new or long-serving, but got no response. Our flight was only a few hours away, and when we asked for help filing a police report, the manager neither replied nor took action for us. Afterward, the hotel charged us twice by mistake. They said it was an error, but it took many days to correct and remove the extra charge from our card. We had a poor experience with the management team, so unfortunately we won’t be returning.

The food didn’t make up for the service. The Caesar came with rubbery chicken, while the tartare was passable but forgettable. Staff smiled, but seemed politely indifferent through lunch. We confirmed we wanted to eat and were seated, then left waiting without attention. My double espresso macchiato arrived as plain espresso. For the correction, they brought warm milk on the side, as if a macchiato were a do-it-yourself order. The coffee was heavily over-roasted, memorable for all the wrong reasons. A hotel with this reputation should be more precise, but the execution fell short.